Customer Interaction Solutions articles from November 2006

Customer Interaction Solutions archives from November 2006

On marketing blunders ... The 20 habits of Lousy marketers.(Publisher's Outlook)
November 1, 2006... If you are wondering what triggered this editorial, I would have to answer that there comes a time when I have observed so many marketing problems that if I don't write about them, I will probably explode! Before I proceed with this column,...

Web 2.0 meets VoIP and Call Center 2.0.(High Priority)
November 1, 2006... The most interesting thing happening in the call center industry today is the next-generation movement called Call Center 2.0. Like every other concept with a 2.0 moniker, this means many different things, depending on who you are and from what...

ClientLogic and SITEL to merge.(Customer Inter@ction NEWS)(Brief article)
November 1, 2006... Global teleservices/BPO providers ClientLogic and SITEL have announced that they have entered into a definitive merger agreement. Under the terms of the agreement, a newly formed subsidiary of ClientLogic will merge with SITEL and pay $4.05 per...

Spanlink introduces Mobile Supervisor Workstation.(Customer Inter@ction NEWS)(Spanlink Communications Inc.)(Brief article)
November 1, 2006... Spanlink Communications has introduced Spanlink Mobile Supervisor Workstation, a portable, hand-held tool that allows contact center supervisors to monitor, manage schedules and collaborate with agents regardless of location. Mobile Supervisor...

Dirigosoft launches Dirigo iQueue.(Customer Inter@ction NEWS)(Dirigosoft Corporation)(Brief article)
November 1, 2006... Dirigosoft Corporation, a provider of customer contact solutions for small and medium-sized businesses, has announced the debut of Dirigo iQueue, an intelligent assistant-based communications solution combining an array of robust private branch...

Verint introduces Customer Interaction Analytics.(Customer Inter@ction NEWS)
November 1, 2006... Verint Systems Inc., a provider of analytic software-based solutions for security and business intelligence, recently announced the introduction of Customer Interaction Analytics (CI Analytics), a new enterprise analytics offering that helps...

NICE and Avaya extend global alliance.(Customer Inter@ction NEWS)(NICE Systems Ltd.)(Brief article)
November 1, 2006... NICE Systems Ltd. and Avaya Inc. recently announced the expansion of their global relationship to encompass the distribution of workforce management software from IEX Corp., a subsidiary of NICE. According to the companies, the decision to...

Home agent company Working Solutions acquires Advanced Data-Comm.(Customer Inter@ction NEWS)(Brief article)
November 1, 2006... Working Solutions, a provider of remote agent call center services, has announced the acquisition of Advanced Data-Comm, an 18-year old call center services company based in Dubuque, Iowa. ADC is a provider of outsourced sales and customer care...

Witness Systems announces acquisitions.(Customer Inter@ction NEWS)(Demos Solutions Consulting Group Ltd.)(Brief article)
November 1, 2006... Witness Systems recently announced that it has acquired Demos Solutions Consulting Group Ltd. and Exametric, Inc., two suppliers of enterprise productivity and resource planning solutions to the financial services industry. The acquisitions...

FrontRange releases upgraded IP Contact Center solution.(Customer Inter@ction NEWS)(FrontRange Solutions Inc.)(Brief article)
November 1, 2006... FrontRange Solutions has announced the general availability of version 5.0.3 of IP Contact Center (IPCC), the communications interaction management solution designed to provide an integrated voice communications platform that extends the...

Aspect announces Aspect Quality Management 2.5.1.(Customer Inter@ction NEWS)
November 1, 2006... Aspect Software, Inc. recently announced the general availability of Aspect Quality Management 2.5.1, a solution designed to simplify the call recording and quality management process. The latest release of Aspect Quality Management includes...

NextNine introduces support automation platform for the service ecosystem.(Customer Inter@ction NEWS)
November 1, 2006... NextNine recently announced its NextNine Service Automation (NSA) ECOSYSTEM EDITION, which offers a suite of products and solutions and represents the evolution of the company's support automation suite. NSA Ecosystem Edition is a direct...

AIM technology solution now rated "Avaya compliant".(Customer Inter@ction NEWS)(Brief article)
November 1, 2006... AIM Technology, a provider of operational performance management software, recently announced that its AIM Performance solution is compliant with key contact center solutions from Avaya. AIM Technology develops AIM Performance Suite, an...

Syntora acquired by Voice Print International.(Customer Inter@ction NEWS)(Brief article)
November 1, 2006... Syntora, Inc., a provider of agent performance optimization solutions for contact centers, has been acquired by a wholly-owned subsidiary of Voice Print International, a provider of integrated interactions recording and workforce optimization...

Persay delivers biometric speaker verification.(Customer Inter@ction NEWS)(Brief article)
November 1, 2006... For Microsoft Speech Server Persay, a provider of biometric speaker verification technology, has announced that its VocalPassword text-dependent speaker verification platform is available as an add-on to Microsoft Speech Server 2004 R2...

CTI Group announces hosted VoIP call recording solution.(Customer Inter@ction NEWS)
November 1, 2006... CTI Group has released SmartRecord IP, a Web-based call recording solution designed to enable service providers to deliver an improved contact center solution as well as facilitate legal and regulatory recording scenarios, according to the...

CallCenterComics.com.(Cartoon)
November 1, 2006... www.CallCenterComics.com [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] [c] 2006 By Ozzie Fonseca

The TMC Seal of Approval.(2006 Recommended Vendor List)(List)
November 1, 2006... The following Recommended Vendors have distinguished themselves by winning one or more of TMC's coveted awards, earning them the TMC Seal of Approval. CRM/Contact Center Software/Hardware Amcat Co-Nexus, Inc. etalk IEX...

IntelliCast[TM] turns the science of outbound notification to art.(Product/service evaluation)
November 1, 2006... Automated interactive notifications have garnered a lot of interest in the contact center industry as of late--the primary reason is that live outbound agent service is expensive and may cost more per transaction than is gained by the outbound...

Are there suitable/affordable/adequate technologies for small to medium-sized call centers?(CUSTOMER RELATIONSHIP MANAGEMENT)(Glenn Platkin, vice president and cofounder of TeleMarketingKey)(Interview)
November 1, 2006... For telemarketing organizations in the small to medium-sized category, there are two very distinct technological issues that can prove to be obstacles. First, there are very few solutions directed at the teleservices space. In many instances,...

Evaluating the home agent model.
November 1, 2006... It's November, which means this is the time of year editors start thinking about their end-of-the-year wrap-ups. We start to think about "themes." While not wanting to be so predictable as declaring 2006 "The Year of Something-Or-Other," as any...

Who's who in Teleservices.(OUTSOURCING)(Website list)
November 1, 2006... Once again, the editors of Customer Inter@ction Solutions have compiled what is one of our top five most popular and requested resources: the annual Teleservices Agencies Who's Who listing. To make this a highly valuable tool, we've kept it as...

Improving customer analytics and reporting.(WORKFORCE OPTIMIZATION)
November 1, 2006... There are many tools available today that perform analytics. The goal of these tools is to help organizations gather intelligence from customer transactions. They do not, however, have the capability to extract meaningful and strategic insights...

Snow, sickness and other aggravations: adjusting for daily staffing surprises.(WORKFORCE OPTIMIZATION)
November 1, 2006... It's 8:10 am, and already the day's schedule needs to be fed to the shredder. Several agents have called in sick, others have been stranded by a snowstorm, a supervisor has convened an emergency meeting, and the phones are flooded because a...

A moment with CosmoCom's new president of CosmoCom America, Ben Eisner.(IP CONTACT CENTERS)(Interview)
November 1, 2006... Unified customer communications provider CosmoCom (www.cosmocom.com) recently announced that Ben Eisner has joined the company as President of CosmoCom Americas, a new position. He will lead all of CosmoCom's operations in the region, which...

Finding the holy grail of truth in your recorded call data.(CONTACT CENTER TECHNOLOGY)
November 1, 2006... Advanced recording technologies are a key investment for today's businesses. These technologies provide a way to capture customer interactions in their entirety, in context. Within this recorded audio is some of the most valuable business...

GN 9350 DECT 6.0.(TMC[TM] LABS)(Product/service evaluation)
November 1, 2006... GN 9350 DECT 6.0 GN Netcom, Inc. 77 Northeastern Boulevard Nashua, NH 03062 Web: www.gnnetcom.com GN Netcom's GN 9350 DECT 6.0 headset is one of the most versatile headsets I have ever reviewed. When GN Netcom told me...

Sure we provide great customer service. It says so in the memo.(Last Call)
November 1, 2006... I have always wondered why so many companies bill themselves as "customer service leaders" yet in practice fall down on the job so completely that they become the brunt of water cooler jokes. Many studies, including ones recently conducted by...